Frequently Asked Questions

No email address is required. Open the user panel login page, enter a username and set a password, then click Register. You'll be logged in automatically after signing up, and you can browse plans and get your subscription link from the panel. The whole process takes about a minute and doesn't require any personal information or email verification.

A subscription link is a unique address that contains the route information for your current plan. You can copy it from the "Download" page in the user panel. Paste the link into your client's subscription import feature (e.g. Clash, sing-box, Stash), and the client will automatically fetch the route list. When routes are updated, simply re-import the link in your client to sync the latest configuration — no need to add each route manually.

No. VPNXE has no limit on simultaneous connections. The same account can be used on Windows, macOS, iOS, Android, and Linux at the same time. Just install the client on each device and import the same subscription link — no extra payment required. Devices work independently and can all be online simultaneously.

After logging in to the user panel, the "Account Overview" page shows your current plan name, data usage, expiration date, and more. Monthly subscription data resets on your billing date each month; the exact reset rules are detailed on the plans page. Data packs are shown separately with their remaining quota — they last until used up and never expire, so they won't be cleared monthly.

If a connection fails, first make sure your local network is working (you can open web pages normally), then try switching to another route in the client. If it still won't connect, check that the subscription link has been updated in the client and that you're running the latest client version. In most cases, switching routes restores the connection. If all routes fail, you can submit a support ticket for help.

Some apps use their own network policies and may not follow the system proxy settings. Switching the client to "Global Mode" or configuring a proxy rule for that app usually fixes it. If the app doesn't support proxies at all, try the client's virtual network card (TUN) mode, which routes all traffic through the tunnel. This way, even apps with special network policies are forwarded correctly.

Select the desired region in the client's route list to switch. VPNXE offers 120+ countries / 190+ routes, grouped by region and route type. After switching, wait a few seconds for the client to re-establish the connection; once it shows "Connected", you're good to go. Switching routes doesn't affect your plan or data, so you can adjust anytime.

First confirm the client shows "Connected", then open a browser and visit an IP lookup page to check whether your exit IP has changed. If the IP hasn't changed, try switching routes or restarting the client, and make sure no other proxy tools are running on your computer or phone at the same time. Conflicting proxy processes can break the connection — close other proxy tools and reconnect.

During peak hours (19:00-23:00), international links are generally congested, which is normal. Try avoiding peak times or switching to routes in less loaded regions. VPNXE offers multiple relay and direct routes — you can try nearby regions like Hong Kong, Japan, and Singapore to see how the actual speed changes. Choosing a different route type may also bring noticeable improvement.

Choose based on your use case: for streaming, pick routes that support unlocking the corresponding region; for everyday browsing, pick nearby routes with low latency; for gaming or video calls, pick dedicated lines with sufficient bandwidth. The route list marks route types (IEPL dedicated, relay, direct), so you can choose accordingly. If you're unsure, start with a nearby region and adjust based on real-world experience.

Actual speed is affected by many factors: local network quality (Wi-Fi signal, broadband speed), international link congestion, route type, device performance, and more. VPNXE can't guarantee that every route will hit full bandwidth at all times, but it offers multiple route combinations to ease single-point congestion. When testing speed, close other bandwidth-heavy apps and move closer to your router for a better wireless signal.

High latency is usually related to physical distance and link quality. We recommend prioritizing nearby routes (Hong Kong, Japan, Singapore) or trying different route types (dedicated lines are typically more stable than direct ones). If multiple routes all have high latency, submit a support ticket to contact customer service for help troubleshooting your local network or the route. Customer service will give advice based on your situation.

Within 7 days of your first payment, you can submit a refund request through the ticket system in the user panel, just include your order number. Eligible requests will receive a full refund, returned via the original payment method. The refund policy applies to all plans; specific terms are subject to the Terms of Service page. Requests are usually processed within a few business days.

Monthly subscription data resets on your billing date each month and is automatically restored in the next cycle. If you use up your monthly data early, you can buy a data pack to top up: ¥158/300GB, ¥358/1000GB, ¥658/3000GB. Data packs last until used up and never expire, making them ideal for users with fluctuating data needs. Data packs are independent of monthly subscription data, and monthly quota is consumed first.

VPNXE supports Alipay, WeChat Pay, and USDT. Plans take effect immediately after payment, with no manual processing needed. On the order page in the user panel, choose a payment method and you'll be redirected to the corresponding payment page to complete the transaction. If you run into issues during payment, submit a support ticket for help.

When upgrading mid-cycle, the price difference is converted into additional time on the new plan based on the remaining days, and the upgrade takes effect immediately. For example, upgrading mid-month converts the unused days proportionally. The exact calculation is clearly shown on the order page in the user panel, so you can confirm the amount before paying. After upgrading, your data quota increases accordingly, and you won't lose any data you've already used.